Jetoine Mathurin
IT Consultant
Experience
Jul 2023 - Present
2 years 1 month Minneapolis, United States
IT Consultant
Digital Alchemy Labs Inc
- As an independent contractor, I specialize in delivering comprehensive IT solutions tailored to diverse client needs. My expertise includes providing robust IT support for Windows systems, streamlining system administration processes, and ensuring secure hardware decommissioning and data destruction.
- Leveraging tools like Intune and SCCM, I efficiently provision and configure Windows systems to meet organizational requirements. My role demands precision, adaptability, and a commitment to optimizing technology infrastructure for seamless performance.
Dec 2022 - Jun 2023
7 months Brooklyn Park, United States
POS/Mobility Technical Support
Target Corporation
- At Target HQ Depot, my role encompassed technical support through the receipt and evaluation of technology devices across various platforms, including Point of Sale systems, mobile devices, and camera systems. I conducted damage assessments, managed inventory, and provided ServiceNow support for these devices, ensuring efficient operation and maintenance within the technological infrastructure of the organization.
Jun 2022 - Sep 2022
4 months Minneapolis, United States
Technology Integration Analyst
Perkins & Will
- During my tenure at Perkins & Will, my responsibilities included troubleshooting software and hardware issues, managing technology inventory, and executing new workstation deployment, including imaging. I also managed workstation decommissioning and secure data destruction. I proficiently utilized proprietary asset management tools to maintain accurate records and support IT infrastructure.
Nov 2021 - Mar 2022
5 months Minnetonka, United States
Technical Support Analyst
Medica
- Entrusted with key IT responsibilities, I specialized in user account management with Active Directory and provided comprehensive troubleshooting for Windows 10 and 11 desktop systems, ensuring both software and hardware functionality. My role extended to server support across Windows and Linux platforms. I proficiently maintained Office 365 operations and delivered technical support for specialized, proprietary internal insurance applications. Additionally, I managed the seamless transition of communication systems from Skype for Business to Microsoft Teams, guiding user adaptation processes.
Aug 2019 - Nov 2021
2 years 4 months Plymouth, United States
Logistics Project Coordinator
Comm-Works
- In my role, I excelled in coordinating projects and leveraging technical skills to ensure successful execution. I managed the configuration of a diverse array of hardware, including workstations, tablets, point-of-sale systems, Cisco networking devices (routers, switches, access points), and peripheral devices (printers, scanners). I created, interpreted, and revised comprehensive technical documentation, integrating both verbal and visual instructions to ensure consistent and accurate equipment configurations for clients. Collaborating closely with Project Managers, I was pivotal in staging and preparing materials for various projects, aligning with specific project requirements. My focus on adhering to customer specifications and maintaining efficient workflows was critical in achieving precise configurations, thereby upholding the integrity of project scopes, and ensuring successful project execution and technical support.
Sep 2018 - May 2019
9 months Plymouth, United States
Technical Support Analyst
DRC
- In my capacity at DRC, my accountabilities were centered around providing robust technical support for a variety of operating systems including macOS, Linux, Windows, and Chrome OS, tailored for third-party clients utilizing our specialized testing platforms, TASC and TABE. I meticulously documented each client interaction within the ServiceNow incident management system to ensure accurate tracking and resolution of support cases. My role also involved efficiently addressing and resolving a high volume of technical inquiries via both telephone and email at the help desk. Additionally, I was responsible for updating and maintaining our internal knowledge base with the latest changes and solutions.
Oct 2017 - Sep 2018
1 year Bloomington, United States
Technical Support Analyst
DecisionOne
- At DecisionOne, I excelled in Level One technical support roles, adept at Active Directory queries and troubleshooting for a range of operating systems, including Windows 7, Windows 10, and macOS, as well as customer-specific internal tools.
- Efficiently handling and resolving a high volume of technical issues from international corporate clients, utilizing Workfront/Remedy and Service Now ticketing software at the Help Desk.
- Expertly employing SCCM for remote user assistance, including system control and deployment of software and operating system updates.
- Meticulously documenting each support interaction in Workfront and Remedy for accurate incident tracking.
- Facilitating the technical migration process from Windows 7 to Windows 10 for end-user systems.
- Offering technical support and expertise for the operation of video, multimedia, and telecommunications equipment.
- Providing fundamental support for SAP CRM.
- Adhering to strict escalation protocols as outlined in the service level agreements with three managed service customers.
Summary
Detail-oriented IT professional with 7 years of experience in systems and network support roles. Proficient in administering various platforms and demonstrating a strong track record of troubleshooting complex technical problems. Exceptional communicator, both in writing and verbally, adept at distilling intricate software issues into easily comprehensible terms for diverse audiences. Recognized for delivering exceptional technical support and maintaining high customer satisfaction levels.
Languages
English
Advanced
Education
Western Governors University
Bachelor of Science · Software Development · Millcreek, United States
Certifications & licenses
AWS Certified Cloud Practitioner
ITIL Foundations
CompTIA A+
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